Sr Quality Evaluator

Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and meet customer expectations.

Role and key responsibilities:

• Evaluate Transactions/call/chats as per Training & Competency Scheme / Client approved sampling methodology
• Ensure adherence to quality norms as per client specifications; Ensure that internal policies, procedures and compliance regulations are being followed
• Ensure that associates perform efficiently and effectively within their assigned areas, with pre - determined performance standards
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement.
• Partner with Operations and streamline / enhance metrics